CSR 2012 Engelsk 1
CSR STAKEHOLDERS bute to reduced energy consump
tion and to create a picture of how tenants perceive customer value. With our show apartment and communication, we will contribute to increased knowledge about energy issues and to infl uence behavior, and public awareness. SOCIAL MEDIA Mimer has been profi led on Facebook,for a number of years and this is seen as an exciting arena for communication. Th e main reason we are there is that we want to be where our house to house, and the goal was to personally hand over customer surveys to at least fi ve people. With hundreds of employees, it means that we met at least fi ve hundred of our customers. By handing out the survey, we show how important it is. Th e results are then presented on Mimer’s website, in our magazine and through area-specifi c mailings. Th e feedback is crucial, since the distribution is done in the spring, it provides a valuable basis for us when we establish the budget and business plans in Autumn. Our stakeholders can speak to us throughout the year. customers, existing and prospective, and stakeholders are. It is a great complement to our other channels of communication; website, customer magazine Hemma Hos and others. We can communicate more personally and have direct communication with our customers and others. Facebook also allows us to target our marketing in a simple and cost eff ective way. MIMER YEAR In connection with the annual report published in March, we have in recent years invited a range of participants to a meeting where we presented the latest Mimer year and what is happening . We invited many diff erent stakeholders, professionals, politicians, media, business and employees. We are proud to say that since 2009 we have had lecturers from Bo Lundgren, Mats Odell and Reinhold Lennebo. Last year, ABB Sweden CEO Johan Söderström gave his view of how ABB can help create a sustainable society where the active home is one of the key factors for energy effi ciency in the future. CUSTOMER DIALOGUE We want to know what our customers think about us and over the past few years, we have conducted our annual customer survey. All Mimer employees have gone from Th rough our system of customer comments, your say, the praise, complaints and tips can be submitted through our website. We see customer complaints as a gift. Th at someone takes the time to actually submit a viewpoint is worth so much to us. It helps us on our journey to continuously improve. In 2012 we received more than 300 comments. To show how important our customers’ feedback is, we advertise in the local press for people to have their say. PR It is increasingly important to work actively with PR. How we are perceived in the media and what is written about Mimer is highly important for us and our brand. We strive to be a key partner for journalists on issues related to housing and work actively and strategically with PR. To monitor what is written about us, we use a media watch company and use MyNewsdesk to disseminate press releases and information about us. Each year we hire an independent company to conduct a media analysis. In 2012, the Future apartment was in very strong focus and was on national television including SVT’s Rapport, TV4 and in magazines Kloka hem and M –magazine. Media analysis showed that there was high penetration and that there was a 93% positive/ neutral factor in what was written about Mimer. Th e results were deemed very good. Interaction with stakeholders Indikator The company initiates engagement in regular dialogue with the tenants Percentage of tenants who are satisfi ed with their accommodation The company works actively to increase tenants satisfaction The company has and follows a sponsorship policy The company works to a documented ethical code of conduct The company has long-term goals to work to a prepared business plan The company’s CSR-work is evaluated externally Service index Enhet Yes/No % Yes/No Yes/No Yes/No Yes/No Yes/No 2010 Yes 80,9 Yes Yes Yes Yes No 2011 Yes 80,1 Yes Yes Yes Yes No 2012 Yes 81,7 Yes Yes Yes Yes No Bostads AB Mimer Sustainability Report 2012 15